Sets by Hand
Artists
All policies

Draft. Final version coming before launch. Anything in [brackets] is still being decided.

Sets by Hand Shipping and Lost Packages Policy

Last updated: [DATE]

The short version

  • Shipping is $6.50 for each artist in your order. Each artist mails her own package by USPS with tracking.
  • Each artist needs a few days to make your set (usually 3 to 10 business days), then it ships.
  • Every set includes $0.50 order protection. If the mail loses your package, we remake the set or refund it in full, shipping included.
  • Before shipping, the artist photographs your set and your sealed package, so we know what was sent.
  • Double-check your address. We can't cover packages sent to a wrong address you entered.

1. Where we ship

We ship to addresses in the United States. [Decision: confirm APO/FPO/DPO and US territories.]

2. Shipping cost

  • $6.50 per artist. Each artist makes and mails her own sets, so if your bag has sets from two artists, you'll get two packages and pay $6.50 for each.
  • One bag can hold sets from up to 5 artists.
  • Shipping is shown before you pay. Discount codes never come off shipping.

3. How long it takes

Your total wait has two parts:

  1. Make time. Each artist lists her make time on her shop and her sets (usually 3 to 10 business days). It counts from when you order. The artist has up to 24 hours to accept your order. If she declines or doesn't accept in time, you get a full refund automatically.
  2. Transit time. Sets ship by USPS (usually Ground Advantage), which normally takes 2 to 5 business days in the US.

Business days are Monday to Friday, not counting US federal holidays.

4. Labels and tracking

Sets by Hand buys a prepaid USPS label with tracking for every package. Labels show the Sets by Hand business return address. An artist's home address is never on a label.

5. Rush orders

Some artists offer a rush add-on that shortens their make time. If you pay for rush and the artist doesn't ship by the rush ship-by date, we'll refund the rush fee. Rush shortens make time only. It doesn't speed up USPS.

6. Late orders

If your set hasn't shipped by the artist's stated make time plus [5] business days, your order counts as late. You can cancel for a full refund by emailing [EMAIL], or choose to keep waiting. Once a set ships, it can't be cancelled.

7. Proof of shipping

Before shipping, every artist takes two photos:

  1. Your finished set laid out next to the order slip, with a short order code written on it.
  2. Your sealed package, with the same code written on it.

These photos are private. Only the artist and our team can see them. We use them to settle claims fairly and quickly.

8. Your address

Please check your shipping address carefully at checkout. You can change it by emailing [EMAIL] before your set ships.

If a package is sent to the address you entered and it's wrong or incomplete, it isn't covered by order protection. If the package comes back to us, we can reship it once you pay a new shipping fee.

9. Order protection

9.1 What it is. Order protection is $0.50 per set. It is included on every set, shown on the set page and at checkout, and can't be removed. It is a service guarantee from Sets by Hand, not an insurance policy.

9.2 What it covers. If the mail loses your package, we'll remake the set or give you a full refund (set, add-ons and shipping), your choice.

9.3 When a package counts as lost. A package counts as lost when either:

  • tracking shows no movement for [7] business days, or
  • the package hasn't arrived [10] business days after the expected delivery date.

9.4 "Delivered" but not received. If tracking says delivered but you can't find your package:

  1. Wait 48 hours (packages sometimes show "delivered" early).
  2. Check around your home, mailroom, and with neighbors.
  3. Contact your local post office.
  4. If it still hasn't turned up, email us within [7] days of the "delivered" scan.

We'll review it and may offer one replacement or refund per [12 months] for delivered-but-missing packages. [Decision for Ryan: whether order protection covers porch theft at all, and how often.]

9.5 What it doesn't cover. Order protection does not cover:

  • Wrong or incomplete addresses you entered.
  • Delays that are not losses (a slow package that still arrives).
  • Damage in transit (this is covered for everyone under our Refunds, Remakes and Returns Policy).
  • Sizing, design or quality issues (also covered under that policy).

10. Damaged packages

If your package arrives damaged, take photos of the box and the nails before throwing anything away, and email us within 48 hours of delivery. See our Refunds, Remakes and Returns Policy.

11. How to file a shipping claim

Email [EMAIL] with your order number. For lost packages, email us within 30 days of the expected delivery date.

12. Questions

Email [EMAIL].